Refund policy
30-Day Return Policy
We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Eligibility for a Return
Your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to Start a Return
Contact us at hello@loftsails.com. Returns must be sent to:
Phantom 14,
5126 RJ Gilze,
Netherlands
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without prior approval will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.
Important for International Returns
If you are located outside the European Union, please be aware that:
- Return shipping costs to the Netherlands can be significant (often similar to original shipping rates)
- Any customs duties, taxes, or import fees incurred during the return process are your responsibility
When We Cover Return Shipping
Loftsails will cover return shipping costs only in the following cases:
- You received a defective or damaged item
- You received the wrong item (different from what you ordered)
In these cases, contact us at hello@loftsails.com with photos and a description of the issue. We will arrange and cover the return shipping.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item.
Exceptions / Non-Returnable Items
Certain items cannot be returned:
- Custom products (special orders or personalized items)
- Sale items or gift cards
Exchanges
The fastest way to get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling Off Period
If your order is shipped within the European Union, you have the right to cancel or return it within 14 days, for any reason. Return shipping costs remain the responsibility of the customer.
Refunds
Once we've received and inspected your return, we'll confirm whether the refund is approved. If approved, you'll be refunded the product price on your original payment method within 10 business days. Original shipping costs are non-refundable unless the return is due to our error.
If more than 15 business days have passed since your return was approved, contact us at hello@loftsails.com.